By Jo Causon, CEO, The Institute of Customer Service It certainly feels that we are at an interesting juncture right now. We are out of the crisis phase of Covid-19 and into a second, different phase. But we are by…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Dr Peter Carter OBE. Listen to Peter and Jo discuss leadership lessons learnt during the pandemic crisis…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was David MacLeod OBE, Co-Founder of Engage for Success. Watch David and Jo discuss top tips on leadership…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Sian Fisher, CEO, Chartered Insurance Institute. Watch Sian and Jo discuss the biggest challenges and what the…
By Jo Causon, CEO, The Institute of Customer Service There is no escaping that the Covid-19 pandemic has dealt a huge blow to our economy, not least our service sector. The impact of mass closures and rising unemployment levels have…
Each week our CEO, Jo Causon, interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week was Trafford Wilson, Executive Director of Customer Service, The Guinness Partnership. Watch Trafford and Jo discuss the biggest…
By Jo Causon, CEO, The Institute of Customer Service The Covid-19 pandemic, and the resultant economic turmoil, have put an enormous strain on businesses across the world. The term unprecedented has been much-used over the past few months, but in…
The weight of evidence about the impact of customer satisfaction and employee engagement on financial performance, trust, reputation and productivity will help you get the attention of senior executives and decision-makers in your organisation. But if you are successfully to…
At a time of acute financial challenge, organisations need to make savings and think hard before making any new investment. It can be tempting to see customer service as a cost centre - an opportunity to make savings which quickly…
It has been over a month since non-essential outlets across the country were finally allowed to open their doors. Yet, as consumers tentatively emerge from lockdown, it is evident that the new world they are stepping into looks vastly different…